Mr Bet Casino - O jogador acredita que o seu pagamento foi atrasado.

I would like to file a complaint regarding MR Bet Casino and what I believe to be an unfair confiscation/reduction of winnings after completing bonus wagering requirements.

I deposited €15 and received a 100% bonus, giving me a total balance of €30.

The bonus description clearly stated:

- 100% bonus;

- 40x wagering requirements;

- no visible or clearly presented information regarding a maximum withdrawal limit after wager completion.

I then completed the required wagering requirements, which amounted to approximately €1200 in wagering volume (40x the bonus amount). After completing the wagering requirements, my balance was converted into real money status inside the casino account.

At that point:

- the bonus balance was no longer active;

- the money appeared as normal withdrawable balance;

- and I continued playing using what appeared to be real funds.

My balance later increased to approximately €500. I continued playing and eventually stopped at around €400 before requesting withdrawal.

However, after requesting the withdrawal, the casino suddenly adjusted my balance and processed only approximately €355 through an "internal payment/manual withdrawal" transaction, leaving only around €45 remaining on the account.

Support then claimed that:

- the maximum withdrawal allowed from the bonus was limited to 200%,

despite this condition not being clearly visible in the main bonus description presented to me.

My main concern is the following:

If the wagering requirements were fully completed and the balance had already been converted into real money before I continued playing further, then applying a post-wager maximum cashout restriction appears unfair and misleading.

At no point during gameplay after wager completion was I warned that:

- future winnings would still remain capped;

- or that the balance was still restricted after conversion to real balance.

I believe the casino:

- failed to clearly communicate important bonus limitations;

- allowed me to continue playing with what appeared to be unrestricted real balance;

- and only enforced the alleged withdrawal cap after I attempted to cash out.

I respectfully request:

- a full review of the applied bonus terms;

- clarification regarding when exactly the max withdrawal rule allegedly still applied;

- and reconsideration of the removed winnings.

I am prepared to provide:

- screenshots of the bonus description;

- screenshots showing the balance conversion;

- transaction history;

- and support communications.

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Dear tio_xico7,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center